Email, texting, and chatting are very popular forms of communication but these written forms of communication do something that we weren’t expecting when we embraced them with open arms.
They are hurting our ability to deliver clear messages
In our company, email is a very popular form of communication – we email customers and each other to get follow ups on accounts or answer inquiries. It’s important that everyone in our company knows how to write a great email, but I’ve noticed lately that some messages are getting lost in translation. When you remove elements from communication like tone and non-verbal signs things become more open to emotional interpretation. Since how someone says something is just as important as what they actually say, email can cause more problems than it means to.
To make sure that you’re communicating effectively when using email be sure to embrace these suggestions and start applying to your emails immediately.
When In Doubt…
Have you been emailing with a co-worker or customer a couple of times and there are still questions? Make your last email say something like Is there a good time that I can call you to go over this? Like I said we communicate with our customers through email and many times they need instructions on how to use some of our different features. If a customer has to email us twice to get the answers to their questions, we pick up the phone and give them a call. Simple as that.
Get a Second Opinion
There may be a chance that your email needs to send a stern message. Most often this occurs when you are the customer and you’re trying to make your point clear. Just be sure to have a friend or someone else check the message over before you hit that send button. Being stern is one thing – being a jerk is another.
Ask for Confirmation
When setting up plans to meet or set up a conference call if you initiate the contact, be sure to ask the other party to confirm the date and time selected. A simple Just let me know if that works for you and I’ll look forward to seeing / speaking with you then can cut down a lot of confusion on who is going to start the call or if it’s even a good time for all the people involved.
Email is not a perfect form of communication and when you’re communicating in writing, you lose a lot of the other clues in your communication strategy. Be sure you’re writing clear and effective emails to your customers, co-workers, or even your friends. What are your must have rules for writing emails?